Base On QFD Business Customer's Service Quality Improvement Of Yunlian Company Reseach

In addition to the adjusting national policies,technology has also been developing and market environment has been changing in recent years.Along with this situation,the communication industry has stepped into relatively stable development from rapid development.However,the revenue scissors difference of the communication industry continues to increase.At the same time,the high AUPU value and strong service stickiness of business customer enable the operators to focus more on business customer market.Therefore,the competition is becoming more and more fierce.In the communication market of Yunnan Province,Yunnan Unicom is relatively scarce in both mobile and fixed network resources,which thus is relatively weak among three operators.Due to the particularity of its construction,only the business customer business can compete fairly with other operators in the market,which is also the focus of the development of Yunnan Unicom.In terms of the business customer service quality,it has always been the focus of the company's attention and daily control.From the present situation analysis of customer collection service in 2018,it is found that the company's service quality control index is inconsistent with the customer perceived service quality.how should the company carry out service quality control in the future? As a result,it is necessary to find other analytical methods and perceptual evaluation methods that match service perception,so as to effectively control the quality of service.To obtain the quality perception more scientifically and comprehensively in the customer's service process,it starts from the customer's demand in this paper.In addition,it combines with the characteristics of after-sales service of customer collection of Yunnan Unicom,and takes SERVQUAL scale as the basis.Thus,a SERVQUAL evaluation model including 22 factors is established from five aspects of reliability,responsiveness,assurance,tangibles and empathy of customer collection service.Meanwhile,it uses the measurement method of SEVPERF,and distributes a questionnaire on the customer collection service quality to customer managers in various industries.The evaluation to the quality of customer collection service is obtained by summarizing the opinions of the questionnaire.Then,it takes the customer collection complaint as the starting point to analyze the problems existing in the process of customer collection service in detail.In the process of analysis,it uses the service quality management tools,such as Pareto diagram,Ishikawa diagram,causality diagram,system diagram,KJ diagram and so on.The purpose of it is to help clarify the train of thought,find out the root causes,and list a series of concrete measures that need to be improved in terms of resources,systems and operations in the customer collection service.By using the customer's demand as the input of HOQ,it uses the QFD method to improve the technical characteristics of the quality service.According to the customer demand,it implements the guarantee plan of business customer service quality,which thus obtains the priority order of improvement measures.As for all the analysis data,it comes from the daily operation of Yunnan Unicom.Thus,it is hoped that the analysis results can be refer by communication company to improvement service quality.